Background

CDL was founded in early 2003 by its current Managing Director Lucy Mmari.Within her 14 year tenure in a well established logistics company, She honed her skill in human resources management and thereafter started CDL.

The role exists to support seamless end-to-end travel experiences by coordinating airport transfers, hotel transfers, point-to-point transport, and special transport requirements while maintaining strong relationships with transport suppliers and upholding the company’s duty-of-care obligations.

Key Accountabilities

• Manage end-to-end booking of ground transportation services for corporate clients, including airport transfers, hotel transfers, point-to-point transfers, and special requests.
• Ensure bookings are accurately recorded with correct dates, times, pick-up/drop-off locations, vehicle types, and passenger details.
• Coordinate amendments, cancellations, and last-minute changes efficiently to minimize disruption to client travel plans.
• Develop and maintain relationships with approved transport suppliers and vehicle operators to ensure service quality, availability, and cost-effectiveness.
• Monitor supplier performance, adherence to agreed service levels, and compliance with contracts and company policies.
• Maintain and update transport supplier records, rate cards, and agreements within internal systems.
• Serve as the first point of contact for clients regarding transport services, addressing inquiries, complaints, or service escalations promptly and professionally.
• Ensure clients receive accurate travel documentation, including transfer confirmations, itineraries, and vouchers.
• Liaise proactively with clients and internal teams to communicate delays, changes, or operational issues affecting transport arrangements.
• Coordinate with operations, hotel, and air ticketing teams to ensure seamless end-to-end travel experiences for clients.
• Monitor and track transfer schedules to ensure on-time execution of all services.
• Support emergency or after-hours transport requests in line with company policies and duty-of-care obligations.
• Ensure all transport arrangements comply with corporate travel policies, client contracts, and applicable regulatory requirements.
• Maintain high standards of passenger safety and duty-of-care during all transport operations.
• Record and report incidents or deviations in service delivery and participate in corrective actions.
• Prepare regular reports on transport bookings, service performance, and supplier compliance.
• Identify opportunities to improve operational processes, optimize costs, and enhance client satisfaction.
• Participate in training, professional development, and process improvement initiatives.

Requirements

Academic Qualifications and Experience Required

• Diploma or Bachelor’s degree in Travel &Tourism Management, Hospitality Management, Business Administration, Logistics, or a related field.
• Professional certifications in Travel Management, Customer Service, or Transport Operations will be an added advantage.
• Familiarity with corporate travel booking systems or CRM platforms is desirable.
• Minimum of 2–3 years’ experience in corporate travel operations, transport coordination, or hospitality / ground transport management.
• Demonstrated experience in handling airport transfers, hotel transfers, and point-to-point transport arrangements.
• Experience liaising with transport suppliers, vehicle operators, and corporate clients.
• Proven track record in managing emergency or last-minute transport changes efficiently.
• Familiarity with corporate travel policies, SLAs, and duty-of-care obligations is highly preferred.
• Demonstrated ability to manage multiple tasks, communicate effectively, and deliver high-quality client service.
• Eagerness to learn and develop skills under the guidance of senior consultants.

• Manage end-to-end booking of ground transportation services for corporate clients, including airport transfers, hotel transfers, point-to-point transfers, and special requests.
• Ensure bookings are accurately recorded with correct dates, times, pick-up/drop-off locations, vehicle types, and passenger details.
• Coordinate amendments, cancellations, and last-minute changes efficiently to minimize disruption to client travel plans.
• Develop and maintain relationships with approved transport suppliers and vehicle operators to ensure service quality, availability, and cost-effectiveness.
• Monitor supplier performance, adherence to agreed service levels, and compliance with contracts and company policies.
• Maintain and update transport supplier records, rate cards, and agreements within internal systems.
• Serve as the first point of contact for clients regarding transport services, addressing inquiries, complaints, or service escalations promptly and professionally.
• Ensure clients receive accurate travel documentation, including transfer confirmations, itineraries, and vouchers.
• Liaise proactively with clients and internal teams to communicate delays, changes, or operational issues affecting transport arrangements.
• Coordinate with operations, hotel, and air ticketing teams to ensure seamless end-to-end travel experiences for clients.
• Monitor and track transfer schedules to ensure on-time execution of all services.
• Support emergency or after-hours transport requests in line with company policies and duty-of-care obligations.
• Ensure all transport arrangements comply with corporate travel policies, client contracts, and applicable regulatory requirements.
• Maintain high standards of passenger safety and duty-of-care during all transport operations.
• Record and report incidents or deviations in service delivery and participate in corrective actions.
• Prepare regular reports on transport bookings, service performance, and supplier compliance.
• Identify opportunities to improve operational processes, optimize costs, and enhance client satisfaction.
• Participate in training, professional development, and process improvement initiatives.

• Ability to manage multiple tasks
• Effective communication
• High-quality client service
• Handling airport transfers
• Handling hotel transfers
• Handling point-to-point transport arrangements
• Liaising with transport suppliers
• Liaising with vehicle operators
• Liaising with corporate clients
• Managing emergency transport changes
• Managing last-minute transport changes
• Familiarity with corporate travel booking systems or CRM platforms

• Diploma or Bachelor’s degree in Travel &Tourism Management, Hospitality Management, Business Administration, Logistics, or a related field.
• Professional certifications in Travel Management, Customer Service, or Transport Operations will be an added advantage.
• Familiarity with corporate travel policies, SLAs, and duty-of-care obligations is highly preferred.